Discover how Intercom went from a patchwork of legacy systems and recurring incidents to a stable infrastructure that supports fast-moving product teams.

Intercom Blog

21.12.2024

Making the best of a bad situation: Lessons from an Intercom outage - The Intercom Blog

Hear the highlights (and lowlights) from a major Intercom outage, including what went wrong, how we fixed it, and the lessons we learned to prevent it from happening again.

Intercom Blog

19.12.2024

Intercom's 2024 in review - The Intercom Blog

Customer service has had a big year, and we've published dozens of guides, articles, podcasts, and videos to help make sense of it all. Here's our annual round-up highlighting our favorite content from 2024.

Intercom Blog

13.12.2024

Off Script: Brian Eno and Stephen Fry take on AI - The Intercom Blog

In this special episode of Off Script, musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry discuss how AI is transforming our world.

Intercom Blog

07.12.2024

Start Good Trouble: Mastering SaaS metrics with Equals' Bobby Pinero - The Intercom Blog

Equals co-founder and CEO Bobby Pinero joins us to discuss how to use metrics to tell a compelling business story.

Intercom Blog

03.12.2024

The AI agent buyer’s guide: How to make the right choice for your support needs - The Intercom Blog

Choosing the right AI agent for your customer service team can be a challenge. This comprehensive guide will help you evaluate different models.

Intercom Blog

29.11.2024

The Ticket: AI integration lessons from ScreenCloud - The Intercom Blog

Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of selecting and implementing AI agents.

Intercom Blog

23.11.2024

The Ticket: Nick Clark on how to design AI support for the customer - The Intercom Blog

In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service.

Intercom Blog

23.11.2024

How transparency can help your customers get more out of AI support - The Intercom Blog

Are your customers not getting great results interacting with your AI agent? Here are 3 easy ways to build trust by practicing transparency.

Intercom Blog

19.11.2024

Response Time: Vol. 39 - The Intercom Blog

We ask Sam Barrett, Head of Customer Experience at Runna, about how he goes the extra mile for customers, and more.

Intercom Blog

16.11.2024

Beyond the AI hype: Understanding technological transformation with Benedict Evans - The Intercom Blog

Is the AI hype justified? Renowned analyst Benedict Evans cuts through the noise and reveals what AI really means for industries like customer service.

Intercom Blog

15.11.2024

Intercom vs Zendesk: Two AI agents put to the test - The Intercom Blog

Curious to know how Fin compares to Zendesk AI agent? Here's a look at the thorough testing we did to uncover which bot performs best.

Intercom Blog

14.11.2024

Announcing our latest guide: ‘The New Economics of Customer Service’ - The Intercom Blog

Using AI, businesses can now achieve better, faster, and cheaper customer service. Here's everything you need to know about the new economics of CS.

Intercom Blog

12.11.2024

The Ticket: How to practice Amazon's "Big Bet Leadership" - The Intercom Blog

John Rossman joins us to discuss the concept of "Big Bet Leadership", emphasizing the importance of making bold, high-stakes decisions in business.

Intercom Blog

05.11.2024

Response Time: Vol. 38 - The Intercom Blog

We ask Victor Salinas, Head of Customer Success at VMetrix, about the essence of great customer service, and more.

Intercom Blog

31.10.2024

Off Script: Imagining the next era of customer service - The Intercom Blog

In the season finale of "Off Script", our CEO and Co-founder Eoghan McCabe offers some predictions for how AI is going to transform customer service.

Intercom Blog

24.10.2024

The Ticket: Listen to highlights from Pioneer 2024 - The Intercom Blog

Hear all the highlights from Pioneer, our first ever AI customer service summit, where we brought together industry leaders and experts to explore how AI is revolutionizing customer service.

Intercom Blog

22.10.2024

Response Time: Vol. 37 - The Intercom Blog

We ask Kelly Burnette, Classroom Success Manager at Writable from HMH, about the strangest thing a customer has asked her, and more.

Intercom Blog

18.10.2024

Fin over email: How we built a multichannel AI agent - The Intercom Blog

Our next-generation Fin AI Agent is truly omnichannel – discover how we developed an AI Agent that delivers great support over email.

Intercom Blog

17.10.2024

Evolving Intercom's database infrastructure - The Intercom Blog

Discover how Intercom is evolving its database infrastructure by migrating to Vitess and PlanetScale, unlocking greater scalability, reliability, and zero-downtime maintenance.

Intercom Blog

14.10.2024

The Ticket: How strong company culture leads to high customer satisfaction - The Intercom Blog

Author Robert Richman chats with Intercom's Bobby Stapleton about the importance of aligning company culture with customer service.

Intercom Blog

14.10.2024

The Ticket: Embracing change in customer service the Nordstrom Way - The Intercom Blog

Robert Spector & Declan Ivory discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service.

Intercom Blog

11.10.2024

Pioneer 2024: Intercom’s first ever AI customer service summit, in summary - The Intercom Blog

Check out all the news, highlights, key sessions, and product announcements from Pioneer 2024, Intercom's first ever AI customer service summit.

Intercom Blog

11.10.2024

Pioneer innovator spotlight: How Nuuly resolves 38% of queries instantly with Fin AI Agent and maintains 95% CSAT - The Intercom Blog

We spoke with Natalie Hurst from Nuuly about the impact of AI on the customer and team experience, and her vision for the future of CS.

Intercom Blog

11.10.2024

Fin 2: Powered by Anthropic's Claude LLM - The Intercom Blog

Fin 2 now runs on Anthropic’s Claude, a cutting-edge LLM which provides the performance and reliability that lets us deliver even more value to our customers.

Intercom Blog

11.10.2024

Pioneer innovator spotlight: How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation - The Intercom Blog

We spoke with Constantina Samara, Head of Support at Synthesia, about scaling support in a cost-effective way and lessons learned from rolling out AI.

Intercom Blog

11.10.2024

Pioneer innovator spotlight: How Lightspeed achieves up to 65% resolution rate with Fin AI Agent - The Intercom Blog

We spoke with Angelo Livanos from Lightspeed about burning topics in the CS space, from getting buy-in for AI to successful rollout approaches.

Intercom Blog

11.10.2024

Meet Fin 2: Watch the launch of our next-generation AI Agent - The Intercom Blog

Check out the launch of Fin 2, our next-generation AI agent, the first AI agent capable of delivering human-quality support.

Intercom Blog

11.10.2024

Fin 2: The first AI agent that delivers human-quality service - The Intercom Blog

Meet Fin 2, the next-generation AI Agent revolutionizing customer service. Learn how it delivers human-quality support and how it outperforms the competition.

Intercom Blog

01.10.2024

Response Time: Vol. 36 - The Intercom Blog

We ask Robb Clarke, Head of Technical Operations at RB2B, about which movie robot he'd choose as his AI sidekick, and more.

Intercom Blog

26.09.2024

Four key steps for training your customer support team for AI - The Intercom Blog

Adapting to AI-first customer service looks different for every team. Here are steps support leaders can take to set their teams up for success.

Intercom Blog

20.09.2024

Innovating with AI: The latest insights from SaaS companies leading the way - The Intercom Blog

Hear the latest insights from SaaS leaders about how they are actively rethinking how SaaS products are built, priced, and delivered in the AI era.

Intercom Blog

17.09.2024

Response Time: Vol. 35 - The Intercom Blog

We ask Trevor Kimball, Support Team Manager at MultiTracks.com, about the most valuable thing working in support has taught them, and more.

Intercom Blog

13.09.2024

Built for You: Fin is now available over email - The Intercom Blog

In this month’s Built For You, our Fin AI Agent goes multichannel, and we reveal a series of improvements to Tickets, Phone, Reporting, and Workflows.

Intercom Blog

05.09.2024

Announcing Pioneer, Intercom’s first ever AI customer service summit - The Intercom Blog

On October 10th, join us for a full-day online event, where we will explore the exciting reality of AI-first customer service.

Intercom Blog

03.09.2024

Response Time: Vol. 34 - The Intercom Blog

We ask Pat Barlow, Support Lead at Dovetail, about their greatest productivity hack, what Olympic sport customer service would be, and more.

Intercom Blog

20.08.2024

Response Time: Vol. 33 - The Intercom Blog

We ask Sam Miller, Support Operations Manager at Dental Intelligence, about which celebrity would be great at their job, and more.

Intercom Blog

09.08.2024

Off Script: Better, faster, cheaper – how AI transforms the economics of customer service - The Intercom Blog

Intercom President Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost.

Intercom Blog

03.08.2024

Response Time: Vol. 32 - The Intercom Blog

We ask With Laura Bedoya, Technical Support Manager at Vitally, about the best thing a customer has ever said to them, and more.

home›Intercom Blog›Marketing

Intercom Blog - Marketing

Intercom on Product: How we became an AI-first company - The Intercom Blog

How we scaled engineering enablement and infrastructure at Intercom - The Intercom Blog

Making the best of a bad situation: Lessons from an Intercom outage - The Intercom Blog

Intercom's 2024 in review - The Intercom Blog

Off Script: Brian Eno and Stephen Fry take on AI - The Intercom Blog

Start Good Trouble: Mastering SaaS metrics with Equals' Bobby Pinero - The Intercom Blog

The AI agent buyer’s guide: How to make the right choice for your support needs - The Intercom Blog

The Ticket: AI integration lessons from ScreenCloud - The Intercom Blog

The Ticket: Nick Clark on how to design AI support for the customer - The Intercom Blog

How transparency can help your customers get more out of AI support - The Intercom Blog

Response Time: Vol. 39 - The Intercom Blog

Beyond the AI hype: Understanding technological transformation with Benedict Evans - The Intercom Blog

Intercom vs Zendesk: Two AI agents put to the test - The Intercom Blog

Announcing our latest guide: ‘The New Economics of Customer Service’ - The Intercom Blog

The Ticket: How to practice Amazon's "Big Bet Leadership" - The Intercom Blog

Response Time: Vol. 38 - The Intercom Blog

Off Script: Imagining the next era of customer service - The Intercom Blog

The Ticket: Listen to highlights from Pioneer 2024 - The Intercom Blog

Response Time: Vol. 37 - The Intercom Blog

Fin over email: How we built a multichannel AI agent - The Intercom Blog

Evolving Intercom's database infrastructure - The Intercom Blog

The Ticket: How strong company culture leads to high customer satisfaction - The Intercom Blog

The Ticket: Embracing change in customer service the Nordstrom Way - The Intercom Blog

Pioneer 2024: Intercom’s first ever AI customer service summit, in summary - The Intercom Blog

Pioneer innovator spotlight: How Nuuly resolves 38% of queries instantly with Fin AI Agent and maintains 95% CSAT - The Intercom Blog

Fin 2: Powered by Anthropic's Claude LLM - The Intercom Blog

Pioneer innovator spotlight: How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation - The Intercom Blog

Pioneer innovator spotlight: How Lightspeed achieves up to 65% resolution rate with Fin AI Agent - The Intercom Blog

Meet Fin 2: Watch the launch of our next-generation AI Agent - The Intercom Blog

Fin 2: The first AI agent that delivers human-quality service - The Intercom Blog

Response Time: Vol. 36 - The Intercom Blog

Four key steps for training your customer support team for AI - The Intercom Blog

Innovating with AI: The latest insights from SaaS companies leading the way - The Intercom Blog

Response Time: Vol. 35 - The Intercom Blog

Built for You: Fin is now available over email - The Intercom Blog

Announcing Pioneer, Intercom’s first ever AI customer service summit - The Intercom Blog

Response Time: Vol. 34 - The Intercom Blog

Response Time: Vol. 33 - The Intercom Blog

Off Script: Better, faster, cheaper – how AI transforms the economics of customer service - The Intercom Blog

Response Time: Vol. 32 - The Intercom Blog

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